The minds behind Temple University?s real-time virtual reference desk walk you through six key steps to starting and operating a virtual reference service: * Preparation and planning * Selecting software * Deciding on staffing patterns * Training reference personnel * Marketing your live virtual reference desk * Evaluating effectiveness The authors identify five service models: Basic, Homegrown, Advanced, Collaborative, and Corporate, providing strategies and tips for each. Loaded with graphics, checklists and examples, this how-to manual combines cutting-edge theory with the best examples of practical applications. An essential planning guide for all types of libraries.

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